GoTo has announced a major upgrade to its GoTo Connect portfolio, including over 40 new features, to improve the customer experience by enabling seamless communication via a unified suite of digital tools, enhanced data analytics, and simpler procedures.
The new features help organizations streamline communication processes, boost cooperation across channels, and make it easier for customers to interact.
“Providing a seamless customer experience is no longer a luxury for brands, it’s a necessity. It’s not enough to simply manage customer interactions. To build lasting customer relationships and loyalty, businesses must take an active role in analyzing and simplifying the customer journey. We continue to enhance the GoTo Connect platform with this in mind, and we’re thrilled to offer these 40+ new integrations and features that create effortless customer interactions, improve experiences, and more easily analyze and leverage customer data,” says Olga Lagunova, Chief Product and Technology Officer, GoTo.
Data-driven optimization
One of the new GoTo Connect enhancements' features is the focus on data-driven optimization. The platform includes advanced analytics tools that turn fragmented data into clear, actionable insights. Businesses can analyze trends from call recordings, transcriptions, and customer feedback to identify areas for improvement, anticipate customer needs, and fine-tune their strategies.
Other additions include AI-driven customer satisfaction tracking, enhanced call reporting with searchable transcripts and resolution reporting, and improved agent training through detailed performance insights.
Streamlining customer interactions
The changes also include automated workflows that aim to ease client interactions. Among the new features is WhatsApp integration into the multichannel inbox, which allows consumers to communicate via text, photos, videos, and voice messages. AI-generated text-to-speech clips enable the immediate generation of sophisticated sound recordings in different languages.
Furthermore, real-time closed captioning for GoTo Meeting sessions improves meeting accessibility and engagement, while screen pop feature gives pertinent caller information instantaneously, increasing productivity during phone calls.
Integrations with well-known tech tools
GoTo Connect now integrates with major IT tools such as Zendesk and ServiceNow, enabling for seamless customer interactions and streamlined team collaboration. Additional interfaces with Sugar CRM, Pipedrive, Freshsales, and Freshdesk are also available, allowing for a more integrated and efficient workflow.
GoTo Webinar has also been updated with new features, such as a better GoTo Webinar Standard experience with customisable layouts, breakout rooms, and increased audience engagement capabilities.
Elsewhere, GoTo has announced the latest leadership changes, appointing a new CCO and CFO.
